Student Operations Team Leader

🔥 4 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Contour Education

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

📚 Education

👥 B2C

Education • B2C

Contour Education is a prominent tutoring center in Victoria, specializing in VCE tutoring for high school students. The company offers a comprehensive ecosystem of tutoring, resources, and support that includes small-group classes, practice workshops, and 24/7 individual support, aimed at helping students excel in their exams and assessments. With campuses in Victorian locations such as Glen Waverley, Melbourne City, and Box Hill, as well as online options, Contour Education provides personalized attention, engaging teaching methods, and extensive resources to empower students in their academic journey. The company places a strong emphasis on developing students' understanding and practice skills, offering a holistic education experience.

📋 Description

• Own triage and the queue, clearing every triage window with zero unassigned queries • Hold the fifteen-minute first-response standard and drive the pod's queue to zero daily • Approve and track rare carry-overs • Maintain coverage across Missive, Podium, and the ticket queue with a trained backup • Audit pod work to catch error patterns early and keep resources current • Train every pod member across all query types and document plans for skill gaps • Respond to the pod, lead, and stakeholders within fifteen minutes • Send pod performance numbers on schedule • Flag capacity constraints early to enable staffing and routing adjustments • Own the pod's daily operation, output, quality, development, and ramp • Report to the delivery manager for the CX block

🎯 Requirements

• Demonstrated experience running or coordinating a support, billing, or operations pod or small team, in a professional setting • Sharp triage and prioritization skills • Ownership of pod output and ability to run without prompting • Ability to train people across a full range of query types and provide effective feedback • Comfort with a ticketing tool, a CRM, and a payments tool • Calm accuracy under volume and reliable reporting • Cross-timezone comfort, with overlap into Australian time • Nice to have: Experience with Missive, Podium, Suptask, or similar inbox and ticketing tools • Nice to have: Hands-on experience with Stripe or another payments or billing platform • Nice to have: Background in education, edtech, fintech, or a high-volume student- or customer-facing operation • Nice to have: Experience building SOPs, audit routines, or onboarding and training plans for a team

🏖️ Benefits

• Fully remote, anywhere in India • Compensation is competitive and benchmarked to the role and your experience • Compensation discussed openly early in the process